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#Digitalks The Plan is to have a plan; before you need a plan

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From Firebrand Talent's #Digitalks 2015 seminar series in Melbourne and Sydney (Australia) - my presentation on social media crisis management. For more information about planning for social media crisis - my book 'Social Media Rules of Engagement' is out now in Dymocks book stores (Australia) and in the Amazon and iTunes eBook stores.

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#Digitalks The Plan is to have a plan; before you need a plan

  1. 1. @NicoleMatejic aCRISISdoes notdeterminewho isRIGHT- onlywhoisLEFT. “ ”#digitalks
  2. 2. #digitalks
  3. 3. @NicoleMatejic#digitalks
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  10. 10. @NicoleMatejic is about protecting risk mitigation social media yourself from yourself; and others. #digitalks
  11. 11. @NicoleMatejic#digitalks
  12. 12. @NicoleMatejic ONLINE perceptions createyour OFFLINE reality. “ ”#digitalks
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  20. 20. @NicoleMatejic Bythe timeyou hear thunder: it’stoolate tobuildan ark. #digitalks
  21. 21. @NicoleMatejic Social Mediaisa lotlike sex. “ ”#digitalks
  22. 22. @NicoleMatejic 1 2 3 EVERYONE WANTS SOME SOCIAL MEDIA ACTION… IT CAN BEGOOD, FABULOUS, AMAZING IT CAN BE BAD, AWFUL AND EMBARRASSING IT CAN LEAVE YOU WITH UNEXPECTED SURPRISES #digitalks
  23. 23. @NicoleMatejic NOsocial mediacrisis plan? “ ” #digitalks
  24. 24. @NicoleMatejic ‘The Clap’ is the most contagious STD on social media. Once caught it causes spontaneous, recurring #PRFail outbreaks. #CrisisComms Socially Transmitted Disasters #digitalks
  25. 25. @NicoleMatejic#digitalks
  26. 26. @NicoleMatejic SURPRISE! Withdrawal isNOTan effective methodof clapcontrol #digitalks
  27. 27. @NicoleMatejic 1 2 3 PRACTICE SAFE SOCIAL MEDIA KNOW YOUR ORGANISATIONAL PAIN POINTS (YOU ALREADY DO) USE PROTECTION PLAN FOR THE ZOMBIE APOCALYPSE #digitalks
  28. 28. @NicoleMatejic SOCIALDATA is where the planning magic happens #digitalks
  29. 29. Organisational social media channels Social data The social icebergmedia
  30. 30. Marketing Public Relations Customer Service Community Engagement •Demographics •Geographical reach •Audience Segmentation •Audience behaviours •Optimal posting cycles
  31. 31. @NicoleMatejic 1 2 3 SOCIALDATA #CRISISCOMMS INTELLIGENCE REALTIME SENTIMENT ANALYSIS EARLY WARNING
 INDICATORS MAP RISK FOR STRATEGIC PREPAREDNESS #digitalks
  32. 32. @NicoleMatejic Onsocialmedia it’slessaboutwhat yousayandmore abouthowyoumake peoplefeel. “ ”#digitalks
  33. 33. @NicoleMatejic
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  35. 35. @NicoleMatejic#digitalks
  36. 36. @NicoleMatejic Brand Storytelling before & after crisis #digitalks
  37. 37. @NicoleMatejic#digitalks
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  39. 39. @NicoleMatejic#digitalks
  40. 40. @NicoleMatejic#digitalks
  41. 41. @NicoleMatejic 1 2 3 TELL YOUR OWN STORY… OR SOMEONE ELSE WILL CULTIVATE A VILLAGE OF SUPPORT START & BE OPEN TO CONVERSATIONS THAT MATTER THINK CONTENT #digitalks
  42. 42. @NicoleMatejic Calling Bullshit on suss brandassociations #digitalks
  43. 43. @NicoleMatejic#digitalks
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  50. 50. @NicoleMatejic 1 2 3 AVOIDBRAND COLLATERAL DAMAGE DO YOUR RESEARCH BEFORE YOU SIGN-UP MAKE IT LEGAL & HAVE A CONTRACT HAVE A BRAND EXIT STRATEGY #digitalks
  51. 51. @NicoleMatejic Breaking Bad. sellyour own scandal don’t be afraid to 1INTERNAL COMMS COMES FIRST 2SAY SORRY & MEAN IT 3DRIVE YOUR NARRATIVE #digitalks
  52. 52. @NicoleMatejic Breakingyour ownbadisall aboutcontrolling yournarrative duringacrisis. “ ”#digitalks
  53. 53. @NicoleMatejic Twomonologues donotmake adialogue. ~ Jeff Daly #digitalks
  54. 54. @NicoleMatejic Makeiteasyfor peopletofindyour narrativeduringa crisis. “ ” #digitalks
  55. 55. @NicoleMatejic the fundamentals of Shaken notstirred. #comms and #PR still apply. #digitalks
  56. 56. @NicoleMatejic arkbuilder?or are you a good swimmer? Are you an #digitalks
  57. 57. @NicoleMatejic TheEnd Thebeginning is actually #digitalks
  58. 58. @NicoleMatejic#digitalks

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